Prioritizing threads for agent routing
US10019717B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 17, 2013 |
| Grant date | Jul 10, 2018 |
| Priority date | — |
| Expiry date | Jan 8, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q50/01
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method of prioritizing and routing electronic requests, may include accessing, at an incident management system, an incident record. The method may also include assigning, by the incident management system, a priority to the incident record. The method may additionally include causing a thread to be generated in an internal social networking application, wherein the thread is based on the incident record. The method may further include linking the incident record in the incident management system to the thread in the internal social networking application. The method may also include generating an interface for an agent portal to display an indication of the thread within a plurality of thread indications according to the priority.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.